Customer service has always been something that I’ve valued highly. Nothing turns me off quicker than walking into an establishment only to find that the individual who is supposedly there to assist patrons would clearly rather be anywhere else, doing anything other than what he or she is currently being compensated to do.
The blank stare, the listless attitude, and the palpable irritation at having their personal downtime disturbed by someone requiring assistance are just a few of my personal plethora of customer service hot buttons.
On the topic of poor customer service, it may seem as if I’ve arbitrarily singled out the Post Office as one of my primary whipping boys, but I really haven’t. It’s just that the performance (perhaps it would be more accurate to say the lack thereof) of some, not all, postal workers qualifies them so well to serve as poster children for poor customer service.
The events of yesterday afternoon provide a classic example. The building in which I work contains office space for five or six companies. Located on the ground floor is a mail room with post boxes for each company. Every afternoon at around 1:30 p.m., one of us meanders downstairs to pick up our mail.
On this particular afternoon, we were surprised when our letter carrier walked into the office with a large registered mail package requiring a signature before it could be delivered.
As she was signing on the dotted line, our receptionist happened to ask, “This is all of our mail, isn’t it?”
Drawing her head back, with furled eyebrows, and mouth gaped open in complete disbelief, our letter carrier sputtered, “No. The rest of it’s downstairs in your box.” For in her mind, where else could it possibly be?
Now let me say that if our mail box had been jammed with a large quantity of letters, periodicals, other packages, I would have had no issue with the postal worker leaving the mail there. In this case however, it contained only two standard size envelopes.
Time for a rhetorical question. How much additional effort would it have required to bring those two envelopes upstairs with the registered package?
I can answer that. Not much.
Which exactly equals the amount expended.
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